Rosalyn Sanders
Killeen
Summary
Dynamic Senior Fraud Analyst II with TTEC Holdings, skilled in fraud prevention and conflict resolution. Proven track record in analyzing high-risk activities, minimizing client impacts, and ensuring legitimate transactions. Adept in Microsoft Office and effective communication, delivering exceptional results in fast-paced environments while maintaining attention to detail.
Overview
19
19
years of professional experience
Work History
Senior Fraud Analyst II / Fraud Risk Agent
TTEC Holdings
Temple
06.2020 - 06.2024
- Supported a major banking facility with analyzing Unemployment Insurance Claims for conflict resolution, including performing complex reviews of high-risk account activities to ensure that legitimate transactions were approved by the cardholder.
- Minimized potential negative impacts on clients, and identified fraudulent activity.
- Additionally, restricted account activity when necessary to avoid further risks.
- My work process involved reviewing, analyzing and investigating submitted claims to determine if they were fraudulent or eligible for reimbursement payouts.
- I supported the bank's back-office department by ensuring the entire work process flowed smoothly.
Sales Associate/Customer Service
Teleperformace Call Center
Killeen
01.2017 - 08.2019
- Answered 80-100 incoming back-to-back calls per day for Enterprise Holdings.
- Booked quality reservations for Enterprise customers and claim insurance renters worldwide.
- Efficiently guided conversations and applied sales techniques to convert calls into reservations.
- Provided excellent customer service to customers while maintaining a courteous and pleasant demeanor while speaking with external and internal customers.
- Maintained monthly personal and department sales goals (based on bookings, revenue, etc.).
- Provided timely and accurate information reflecting a customer-oriented image for the company including multiple tasks.
Customer Support - SME (Subject Matter Expert)
TxTag Toll Authority
Austin
10.2013 - 12.2017
- Received and processed inbound /outbound calls from toll road customers by applying payments to their toll tag accounts in a prompt, courteous and professional manner.
- Processed debit and or credit card transactions.
- Processed new service applications, closed existing accounts when required, assisted Texas Dept of Transportation (TXDOT) researching and or resolving escalated account issues.
Customer Service Advocate
Farmers Insurance Service Point
Austin
08.2007 - 04.2008
- Analyzed, clarified and resolved intermediate policy and account related questions/transactions from internal and external customers.
- Reviewed problems and communicated with appropriate personnel to obtain information when necessary.
- Responded to customer inquiries through appropriate mediums.
- Provides an excellent customer experience by ensuring that policy transactions are issued and changes are processed accurately and in a timely manner.
- Developed effective working relationships with assigned agents groups.
- Includes correspondence, phone calls and e-mail to gather and analyze necessary information critical to the underwriting function.
Customer Care Associate
Austin Energy
Austin
11.2005 - 06.2007
- Assisted citizens with inquiries about City of Austin utilities including move requests, new accounts, billing and credit inquiries.
- Handled high-level escalated customer calls and supported with Austin Energy's outage management responses.
Education
Some College (No Degree) - General Academics
Mccallum High School
Austin, TXSkills
- Analysis skills
- Fraud prevention and detection
- Conflict resolution
- Organizational skills
- Microsoft Office
- Problem solving
- Oracle
- Excel
- Customer service
- Attention to detail
- Effective communication
- SharePoint
- Banking
- Typing 60 wpm
- PowerPoint
Timeline
Senior Fraud Analyst II / Fraud Risk Agent
TTEC Holdings
06.2020 - 06.2024
Sales Associate/Customer Service
Teleperformace Call Center
01.2017 - 08.2019
Customer Support - SME (Subject Matter Expert)
TxTag Toll Authority
10.2013 - 12.2017
Customer Service Advocate
Farmers Insurance Service Point
08.2007 - 04.2008
Customer Care Associate
Austin Energy
11.2005 - 06.2007
Some College (No Degree) - General Academics
Mccallum High School
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